Knowledge Source Priority

When your AI chatbot searches for answers, it pulls from all your knowledge sources: Q&A items, text snippets, products, webpages, and files. When multiple sources match a question with similar relevance scores, curated sources are given a small priority boost over scraped or uploaded content.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Training tab to manage your knowledge sources.

How It Works

Sources you've manually created, like Q&A items, text snippets, and products, are treated as higher-quality because you intentionally wrote them. They receive a small ranking boost (5%) compared to webpages and uploaded files.

This means:

  • When a Q&A item and a webpage both match a question equally well, the Q&A answer will be used
  • A highly relevant webpage still beats a loosely related Q&A item. The boost is a tiebreaker, not an override.
  • Products you've added are also boosted, so product-specific answers come from your catalog first

Priority Tiers

Priority Source Types Why
Boosted Q&A, Text snippets, Products Content you've carefully written or structured
Standard Website pages, Files Automatically scraped or bulk-uploaded content

Exact answers operate separately: they bypass the normal search entirely when a close match is found.

Tips

  • Add Q&A items for your most common customer questions. They'll be prioritized in search results.
  • Use text snippets to cover important topics or policies in your own words.
  • Add products with detailed descriptions so product queries get accurate answers.
  • Website pages and files are still valuable for comprehensive coverage. They just defer to curated content when both match equally.